What is BITES Shop?
BITES Shop is your high quality grocery shopping experience. Shop for fresh produce and variety of essentials for your everyday kitchen and find the best healthy and fresh items at our online store. We bring to you products from your favourite Village Grocers & Ben's Independent Grocer (B.I.G.) stores all around Klang Valley. Shopping at BITES Shop made easy!

How do I shop at BITES Shop?
Just follow these simple steps:
1) Create an account at www.bites.com.my
2) Key in your postcode to check which is the nearest store for you to browse and shop
3) Add item(s) to your cart & put in your remark
4) Click “Self Pickup” or “Delivery”
5) Set your preferred date & time
6) Checkout, Pay & you’re Done!

Orders & Packaging

How do I check the status of my order?
You will be notified via text/WhatsApp when your order is packed and ready for pickup/delivery. You can also go to “My Order Status” to check on the status of your order.

Can I schedule my order(s) in advance?
Yes you may, provided that it does not exceed 3 days from the date of the order is created to the date of delivery/self pickup.

How can I edit or cancel my order?
Unfortunately you may not have the option to edit or cancel your order after order created. However, you may contact our Customer Support via call or WhatsApp for further assistance during our business hour or simply email to us at bites.shop@thefoodpurveyor.com

What is your cancellation policy?
Once your order is placed & our shopper has started picking the items; for technical reasons, you cannot cancel your order. However, you have the option to check all your items before accepting them at the door. BITES Shop reserve the right to cancel any Order for such reasons involving quality control, wrong pricing, insufficient and/or damaged stock as well as the right to suspend, deactivate or terminate your BITES Shop account in its sole discretion if it reasonably suspects or detects fraudulent behaviour or activity associated with your BITES Shop account and/or with your Order. For further info, check our Terms of Use.

What happens if something is out of stock?
When something is out of stock at the store, we do our best to replace it with a similar item. During checkout, you can choose to let your shopper pick the replacements themselves by stating in your note section to have them call or message you with suggestions or ask that no replacements be provided at all.

How are my orders getting packed?
You may purchase a selection of reusable or chiller bags during the checkout process. For purchases without any bag selection, goods will automatically be placed in plastic bags.

Who will be handling my order for pickup/delivery?
Your grocery will be selected by specially screened and professionally trained Personal Shoppers and they will have them ready by the collection time you have set online when you confirm the purchase. Your delivery will be done by our third-party delivery partner.

Can I add special notes for my groceries (e.g. cut the chicken, clean fish, deliver to doorstep) to the products I ordered?
Yes, you can see a section named “Add a note to your order” inside your cart. Please type in your request and our Personal Shoppers will try to fulfill your requirements. Regulations of supermarkets apply.

How do you treat items that are non-Halal?
Non-halal items are separated from any halal items in the stores and even during packing and self-pickup. Our personal shoppers will ensure these items are handled carefully to avoid any contact with each other.



Delivery & Pickup

Is there a minimum spend?
We offer a minimum spend of RM40 for Store Pickup and there is no minimum spend for Home Delivery.

How much are the delivery fees?
The delivery fee starts from RM 8 depending on your delivery address. Get FREE delivery when you spend above RM 250 in a single checkout.

What are the delivery hours?
Our delivery hours are between 11 AM and 7 PM, Monday to Sunday (including Public Holidays).

What are the pick-up hours?
Our self pickup hours are between 11 AM and 6 PM, Monday to Sunday (including Public Holidays). Payment for your purchase must be made before 9AM for the earliest pickup time and before 4PM for the latest pickup time for same day pickup. We have a 2 hour order process time.

How fast is the delivery?
We can deliver to you in the next 2 hours onward. E.g : If you create an order at 1 PM, please estimate that the delivery to be received as earliest as 3 to 4 PM.

Which area do we cover?
As of now we do cover a selected Village Grocer & B.I.G. stores which are located at M City, KL Gateway, Subang Parade, Atria Mall, Mont Kiara, Tamarind Square, Cyberjaya, Central i-City, Publika, & The LINC KL. (Note: We will include more stores near you soon.)

How can I check if you deliver to my area?
You will be prompted to key in your postcode once you have entered our website to see if your area is covered within our selected stores for delivery. Once your area is covered by us, you will be re-directed to the nearest store and you can continue to shop there.

Why is my order delayed?
Our goal is to get your order to you as quickly as possible. Different events at certain time can impact deliveries such as operational issues, road issues or weather condition. We will notify you the soonest of such delays via email notification.

If you are experiencing an extended delay, please contact Customer Support. You may also request for a reschedule to a different delivery time or day; whichever convenient by contacting us via call, WhatsApp or even by emailing bites.shop@thefoodpurveyor.com

Payment, Return & Refund

What are the payment options?
As of now, we are accepting Credit Card & Debit Card (Visa & MasterCard), FPX, Maybank2u, CIMBClicks, eWallets and more. Kindly check at the payment page for the payment options before completing your order.

Is online payment here safe?
We are using  Razer Pay Service (formerly known as MolPay), a reputable and leading in regional Payment Gateway Provider. The company is notified under Malaysia's Payment System Act and also PCI Data Security Standard (DSS) compliance which is the highest standard in the payment industry to ensure all transactions are safeguarded. For more info about PCI DSS, please click here. The information exchanged during checkout is encrypted using this SSL protocol to ensure that businesses follow the best practices for protecting our customers' payment card information. As a fraud-preventive measure, we will send you a confirmation email once your order is confirmed. If you receive an email confirmation for a transaction you did not approve, please contact your bank directly to raise this issue and they will liaise with us on your behalf.

Why can't I complete my payment?
Should any payment failures occur, you would receive an error message detailing the cause of your payment failure on our checkout page or via email. Here are a few common reasons for payment failure:

• For this, you may try checking out again once your card has been topped up.

• Can only be rectified by contacting your card’s issuing bank.

• Caused by failure to input the correct One Time Pin (OTP) to confirm payment. You may try checking out again. Please contact your bank if you are unable to receive your OTP.

If you encounter other payment issues, please let us know either by call, WhatsApp or even by emailing bites.shop@thefoodpurveyor.com with images of the error message / technical issue and we will get back to you as swiftly as possible.

How do I review my receipt?
You will receive your receipt via email after you have collected your purchase and confirmation receipt after you have made your purchase.

Can I receive a tax invoice for my purchases?
Definitely! Just send us the request at bites.shop@thefoodpurveyor.com with your order number as reference. Please note that it may take a few days for your invoice to be generated.

How do I report a problem with my order?
If you have any problems with your order, let us help you! Please let us know either by call or WhatsApp at +6011 1106 8681 or even by emailing bites.shop@thefoodpurveyor.com with photographic evidence (where relevant) and we will get back to you as swiftly as possible.

Please note that complaints or requests requiring refunds/exchanges must be made within three (3) days after your order has been collected/received/delivered.

Please note that refunds for perishable and/or semi-perishable goods (example fish, vegetables, dairy products, fruits, bread, onion, potato, pies, cake etc) will only be considered if these items are rejected at the time of collection/delivery.

Refunds will not be provided if you do not reach out to us regarding your desired refund within the aforementioned time frames. Please refer to our Return & Refund policy.

What is a pro rata refund?
Bites Shop offers pro-rata or prorated refunds for our items. For any refund amount which does not exceeds to more than RM5 per refund, the amount will be refunded to the original method of payment. However, a refund in the form of a Voucher Code would be generated and issued for any refund amount that does exceed the amount mentioned.

How do I return items?
Should you find that any items you receive are incorrect or not up to your satisfaction, you can reject it on the spot by letting our Support Staff know at collection or call our Customer Support immediately upon receive. We will only charge you for items which you accept.

Once you have confirmed the items you have received and accepted them, the transaction is considered finalized and any further returns will be up to management discretion. If you believe you have a valid reason or complaint, please ensure to contact our customer support via +6011 1106 8681 or email bites.shop@thefoodpurveyor.com. within 72 hours together with photographic evidence (where relevant). For more info on returns, visit our Return & Refund policy page.

What is the payment process?
If you’ve paid using credit or debit card, a notification will be prompt as a confirmation of the payment to be made. Once you have receive the goods with the receipt attached, the payment then will be charged based on the amount in the receipt given. Any extra charges from the receipt will be refunded back to your original payment method.

What is payment due?
Once you have received the goods with the receipt attached, should there be any extra payment required, Additional Payment Request email will be sent to you in 72 hours and if there’s any reimbursement it shall be refunded back to your original method of payment within 7-14 business days.

Why is the total amount different in my order and receipt?
Physical receipt will only show the amount of items you have purchased, excluding Delivery Fee or any discount by using Bites Shop promo code upon checkout online, the discount will auto apply on your amount to be paid. Total price difference might also come from weighing items as it’s nearly impossible to get the exact weight requested. However, we will try to select the closest weight for you. Therefore, you will be getting the overall purchase amount summary upon reconciliation within 72 hours after delivery.

When will I receive my refund?
Any extra payment made will be refunded back to your original method of payment. Please allow 3-5 business days from goods received date to process your reimbursement. Please note each issuer bank will have different time periods from 7-14 working days to reflect the refunded sum in your bank account/ statement.

• Debit and Credit card refunds will take up to 7-14 business days.
• eWallet refunds will take up to 3-5 business days.

Miscellaneous

Is there any loyalty programme for the Bites Shop?

We offer the same loyalty programme as the Bites (Rewards). If you are not a Bites member yet, you can download the BITES Card app for points collection. Please enter your Member ID (88xxxxxx) in the notes section upon checkout. We will arrange for the points to be credited within 7 – 14 days upon completion of the transaction.

At the moment, the Bites All-Stars promotion points are not eligible for online purchase.

How do I unsubscribe to Bites Shop newsletter?
At the bottom side of every newsletter email, there is a small ‘Unsubscribe’ button that you can click to unsubscribe from our newsletters. Shucks, we’re gonna miss you!

How do I rate my order?
Thank you for your support! We welcome any comments, suggestions, or feedback you have for us regarding your order that helps us to improve our service. Feel free to email us at bites.shop@thefoodpurveyor.com

Is your question not on the list? Worry not! Contact our customer support available to you at +6011 1106 8681 or via email at bites.shop@thefoodpurveyor.com.